Good Day,
We are in similar situation with the "otherPhone" field being shown after import in telephone numbers for Team Integration Configure the Microsoft Teams integration - Genesys Cloud Resource Center (mypurecloud.com)
But now we are sitting with erratic call routing for internal calls routing to "PrimaryVoice" assigned number instead of the "SelectedPhone" (eg WebRTC) that the agents are using.
Since the OtherPhone field cannot be edited, the workaround we found working is by copying the "OtherPhone" value into "Work" (in any 1 to 4) field and mark it as PrimaryVoice. This is originally a known issue on Genesys https://help.mypurecloud.com/articles/troubleshoot-agent-cannot-call-out-or-receives-error-on-inbound-calls/ But for our scenario allows the PrimaryVoice to be ignored and send internal calls to be sent to WebRTC or whichever SelectedPhone used. BUT then internal calls might not show on agent with correct status such as Interacting etc
(Note, if you need only calls to route to WebRTC, you rather create an extension and mark it as PrimaryVoice )
Using the SCIM Patch method as recommended by Genesys everywhere but no clear way shown, i am testing below and would like someone to verify if it is correct steps.
IMPORTANT - Below are "test "steps that refer to our setup. So please use as reference for yours if you plan to use them
Steps to follow would be (using API Explorer)
1. GET /api/v2/scim/users => This is to get all users ID and also can serve as a full backup
2. GET /api/v2/scim/users/{userId} => add the UserID for the person and read through user's output. (Another handy backup). The field shown as "OtherPhone" in Genesys User's Profile will have a specific "type" shown in the api output. Eg {"value": "+1234567890", "type": "microsoftteams", "primary": false } this is what we got when AD import was configured following the TeamsIntegration guide by Genesys. Make sure you have only one such type in phone numbers present. Keep note of this type.
3 PATCH /api/v2/scim/users/{userId} => add the UserID for the person, add Schema = "urn:ietf:params:scim:schemas:core:2.0:User" and Operation op="remove" and use the "type" defined above as path into the phone number.
For example, below would be how the RequestBody (black text box) will look for my scenario.
{
"schemas": [
"urn:ietf:params:scim:schemas:core:2.0:User"
],
"Operations": [
{
"op": "remove",
"path": "phoneNumbers[type eq \"microsoftteams\"]"
}
]
}
Executing this removes the type microsoftteams entry which is shown as "OtherPhone" in the profile.
I trust this is how SCIM patch can be used to remove. Noticed, if not specifying type, it clears all phone numbers from the profile.
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Rajneesh Chandran
NTT
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Original Message:
Sent: 07-20-2022 23:15
From: Francis Hoang
Subject: AD Genesys Mapping Remove phone numbers
Hi All,
I seem to have the reverse issue that most people are having. We want to delete the Users phone numbers.
Our Agents use WebRTC only and we have no need for Users to have phone numbers or extensions at this time.
We use AD to import the Users into Genesys, however a mistake was made and AD extension was left in.
Genesys/AD imported this number into the Other field and now we can't delete the number from Genesys,
We tried to remove the AD attribute and re-sync but this didn't work.
Do we need to delete the Users and re-import? Obviously we would prefer not to do this.
Regards.
Francis.
#Integrations
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Francis Hoang
TeleApps Services Pty Ltd
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